Intermittent service

  • 5
  • Problem
  • Updated 2 years ago
  • Acknowledged
  • (Edited)
Went from intermittent service to loosing all aces after tech left.so done I am not stupid am a certified t2 tech this is horrible.everytime I ask for help the response is basic troubleshooting case closed create new case.would call but hold time is excessive.come remove your equipment cancel contract without finacially ramifications I am very unhappy and definitely not recommending this to anyone
Photo of Deborah Flint

Deborah Flint

  • 10 Posts
  • 3 Reply Likes
  • angry

Posted 2 years ago

  • 5
Photo of Brad

Brad, Viasat Employee

  • 3121 Posts
  • 1100 Reply Likes
Hi Deborah. 

I show that a case under your name was created and a service call was set up and the case was closed after (which would have been our process as the resolution was to send someone out). If there's still problems and you need to set up another appointment or discuss your agreement you'll need to send another email to us at exedelistens@viasat.com as this forum isn't a direct method to contact us NOR is it linked to your account in any way.
Photo of Waninahi .

Waninahi .

  • 37 Posts
  • 3 Reply Likes
Exede Diana, the modem is all I have to access the internet & it just failed again, so it's not just late at night anymore. And as I was saying in an other thread, my daughter next door has Exede, has 4 devices running on it, live-streams & watches videos, plays online games, stays connected to Facebook constantly, both she and her husband, & never exceeds her data, which has the same limits as mine, while I have NO router,  NO Wi-Fi, ONE device hard-wired into a modem, never watch videos, etc, as they do & I am OUT of data within 15 days almost every month. She never loses internet connection & can download anything she wants quickly. I don't get it, do you?
BTW, I sent my MAC address to Exede at the address you asked me to send it to & have heard NOTHING.
I'm willing to try another modem, but I am NOT willing to be charged for that.
Do you have any that are NOT made in CHINA?
Thanks.
Photo of Great Oak

Great Oak

  • 12 Posts
  • 3 Reply Likes
We have been an exede customer for over two or three years. At first it was great plenty fast but now speed is low and having issues with internet where it does not work. The Customer support team is rude and this is a sign that bad management has infected the workplace. Seems to me that Exede is letting connectivity fall so they can sell service calls and service plans. Why should I buy a service plan- I lease the equipment so if it breaks come fix your stuff. Frustrated with Exede.
Photo of Jim16

Jim16

  • 2257 Posts
  • 1957 Reply Likes
You agreed to pay to have the equipment fixed when you signed up with Exede.  If somehow you failed to do your homework before you bought the service, that is your fault.
Photo of Great Oak

Great Oak

  • 12 Posts
  • 3 Reply Likes
Really.prove it
Photo of Waninahi .

Waninahi .

  • 37 Posts
  • 3 Reply Likes
Did we agree to have shoddy MADE IN CHINA rattling modems?
I reckon such shoddy equipment would NEED repairs & replacing REALLY often...ka-ching, ka-ching!
Photo of Jim16

Jim16

  • 2258 Posts
  • 1960 Reply Likes
Proved.  http://www.wildblue.com/legal   

4. Defective Equipment. Provided that you are in compliance with all terms and conditions of this Agreement, while you receive Internet Service under this Agreement, ViaSat will, at no additional charge to you, replace Equipment you lease from ViaSat that ViaSat, in its sole discretion, determines to be defective (“Defective Equipment”). Defective Equipment replacement under this Section 4 expressly excludes charges for home service calls and for damage to, or misuse of, the Equipment. For the first 90 days after initial activation of your Internet Service, ViaSat will waive its standard service call charge if ViaSat makes a service call. After the first 90 days following initial activation of your Internet Service, ViaSat’s standard service call charge shall apply to all service calls by ViaSat. You shall notify us promptly of any defect in, damage to, or accident involving your leased Equipment by calling 1-855-463-9333. All maintenance and repair of Equipment shall be performed by us or our designee(s). ViaSat may charge you for any repairs that are necessitated by any damage to, or misuse of, the Equipment.
Photo of Waninahi .

Waninahi .

  • 37 Posts
  • 3 Reply Likes
"ViaSat may charge you for any repairs that are necessitated by any damage to, or misuse of, the Equipment."
The damage was done when it shipped from China, maybe???
When a company's own techs call a piece of equipment shoddy, when they pick it up, rattle it, shake their heads & APOLOGIZE, does this say nothing for what we're getting?
(Edited)
Photo of Brad

Brad, Viasat Employee

  • 3048 Posts
  • 1069 Reply Likes
you are leasing the modem, we can replace it if warranted. 
Photo of Jim16

Jim16

  • 2258 Posts
  • 1960 Reply Likes
The reason all U.S. company's have their products made overseas is we Americans won't pay  three to four times the price for those products.  I can just here you yelling about paying $500 for and Exede modem.  Not the company's fault we won't pay for American made goods.
Photo of Brad

Brad, Viasat Employee

  • 3121 Posts
  • 1100 Reply Likes
This thread has spun off into a completely different topic. I've closed it from further comments. Please create a new topic if you want to discuss something unrelated to the original post. 

This conversation is no longer open for comments or replies.